• Team Leadership: Lead and manage the support team, providing guidance, training, and performance evaluations to ensure high-quality customer service. Conduct 1: 1s to develop and grow team members.
• Customer Engagement: Regularly engage with customers to understand their needs, address their concerns, and build strong relationships.
• Support Operations: Oversee the support ticket process, ensuring timely and accurate resolution of customer issues. Using data, evaluate and improve support processes to balance workload and ensure consistent support.
• Training: Develop and implement a formalized training process for support staff, establishing clear guidelines and ensuring proper training to maintain consistent and accurate support.
• Quality Assurance: Monitor and evaluate the quality of support interactions, providing feedback and implementing improvements to enhance customer satisfaction.
• Technical Expertise: Provide technical support and guidance to the team, assisting with complex issues and ensuring effective problem-solving.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives.
• Billing and Renewals: Manage customer billing and renewals, ensuring accurate processing and addressing any related inquiries or issues.

Qualifications:

• Bachelor's degree in a related field or equivalent experience preferred.
• Proven experience (> 5 years) in a support management role, preferably in a software company.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team.
• Technical proficiency and familiarity with support tools and systems.
• Strong organizational skills and attention to detail.
• Ability to work under pressure and manage multiple priorities.
• Experience with financial software and managing billing processes.
• Experience working with school districts or educational institutions.

Desired Qualities:

• Approachability and servant leadership.
• Curiosity and initiative.
• Strong communication abilities.
• Ability to empathize with customers and understand their use cases.